Complaints Against Standard of Service
A complaint is any expression of dissatisfaction with our standards of service, procedures or processes that you feel requires a response or explanation from us.
This section sets out the procedure you should follow if you wish to complain about the standard of service we have provided. It provides examples of the issues where our handling of a particular matter has fallen short of the required standards. It explains in detail how your complaint will be handled, and the likely timescale.
RPID aim to provide a high quality service to all our customers, but recognise that sometimes things can go wrong and these high standards may not be met. Our complaints procedure exists to ensure that any concerns you may have can be raised. It covers all work undertaken by the Rural Payments and Inspections Directorate (RPID). They will be treated seriously by us and you will receive a full response.
If you wish to make a complaint, the attached document SGRPID Complaints Procedures (CF2-2011 ) explains how your complaint will be handled by our staff and the standard of service you should expect from us whilst looking into your complaint.
For further information about the RPID complaints procedure please contact the Complaints Secretariat at
Agri-complaints@scotland.gsi.gov.uk.
Recent complaints
January 2009
In January 2009 the Scottish Public Services Ombudsman (SPSO) published details of a complaint concerning the handling of an application by the Scottish government Environment Directorate. The complaint concerned the way in which the Scottish Executive Environment and Rural Affairs Department (now the Rural Payments & Inspections Directorate) dealt with an application under the Single Farm Payment Scheme - National reserve 2005. Mr C complained that a form was mislaid and the application was mishandled; the Ombudsman partially upheld the complaint (200502842).
A summary of the report can be found in the Ombudsman's commentary for January 2009, on the SPSO website. Full details of all reports are available on the SPSO website.